Your customer has three service request child categories under the top-level service request category
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

• A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
• B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
• C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
• D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

What three things should you do once you have established a global default coverage?

• A. Use Application Composer to include milestones on the Service Request Layout if desired.
• B. Create an ESS job to Aggregate Service Requests.
• C. Use Application Composer to configure warning emails about milestone compliance events.
• D. Create an ESS job to Monitor Service Request Milestones.

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A. Make them available internally to agents as part of the Service Request Knowledge Panel.
• B. Make them available to external users by giving them access to the internal "My Knowledge" page.
• C. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• D. Make them available to employees and agents via My Knowledge.
• E. Make them available externally to customers via My Digital Customer Service (DCS).

Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

• A. The Starts When criteria of the milestones is not True.
• B. No default coverages are set up.
• C. Entitlement rules are not valid for the service request.
• D. The scheduled process has not been set up.

Identify the sequence of steps you must follow to disable the Service Communication channels.

• A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
• B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
• C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
• D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
• E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"